Customer Marketing Manager

ABOUT TERRA DOTTA:
Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to manage international education programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability. 

OUR VISION:

Transforming the future through global connections today.

OUR MISSION:

Develop innovative solutions that delight and empower international educators by expanding their global impact, fostering life-changing cultural exchanges, and preparing students to flourish in a global community.

Job Description 

Job type: Full-time, non-exempt

Location: Hybrid in Chapel Hill, NC

Department: Marketing 

Reports to: Vice President of Marketing 

The Role 

We are seeking an experienced Senior Customer Marketing Manager who will take immediate ownership of their role, confidently driving customer engagement and advocacy initiatives. As the primary lead for customer marketing efforts, this individual will collaborate across departments to ensure that our customers are engaged, satisfied, and positioned as heroes in their organization and champions of our products. The Senior Customer Marketing Manager will be responsible for creating and executing strategies that support customer retention, expansion, and satisfaction, with a focus on understanding and meeting customer needs at every stage of their journey. 

What we are seeking:
Our ideal candidate will -

• Take initiative and lead customer marketing programs with minimal oversight. 
• Develop and implement comprehensive strategies that drive customer engagement and advocacy. 
• Solve complex challenges related to customer retention and satisfaction. 
• Manage multiple initiatives simultaneously while maintaining a high level of organization. 
• Document and communicate processes and best practices across departments. 
• Make data-driven decisions and use insights to refine marketing strategies. 
• Exhibit a customer-centric mindset and an intuitive understanding of customer needs. 

Core Responsibilities 

• Drive Customer Retention and Expansion 
• • Meet and exceed retention and engagement targets through strategic customer marketing initiatives. 
  • Identify and implement strategies to mitigate customer churn and drive product adoption. 
  • Identify and pursue opportunities for customer advocacy and expansion, including case studies, testimonials, and referrals. 
  • Prioritize customers based on their potential for advocacy, influence, and growth. 
  • Create copy, landing pages, emails, templates, and workflows as needed to execute end-to-end customer campaigns. 
  • Maintain up-to-date knowledge of customer lifecycle, demand generation, and B2B marketing trends, best practices, and technologies to identify new opportunities. 
• Act as a Customer Advocate 
• • Demonstrate the value of our products and services in every customer interaction. 
  • Ensure timely follow-up and resolution of customer issues in collaboration with Customer Success. 
  • Create and execute plans that enhance the customer experience and drive customer success. 
  • Attend and organize customer events, including power user groups and customer advisory boards. 
• Expedite Customer Engagement 
• • Work closely with the Sales team to ensure a seamless transition from prospect to customer. 
  • Collaborate with Customer Success and Product Marketing to ensure that customers realize value quickly and consistently. 
  • Ident